RT Journal Article
T1 Customer Experience Management in B2B tourism: service business ecosystems
A1 Bermúdez-González, Guillermo José
A1 Ruiz-Alba Robledo, José Luis
A1 López-Tenorio, Pablo J.
A1 Quero-Gervilla, María José
K1 Servicio al cliente - Gestión
K1 Marketing industrial
K1 Turismo
AB This study offers a novel contribution by incorporating the concept of auxiliary service providers (ASPs) into the sharing economy business ecosystem to enhance customer experience management (CXM). The research aims to identify key conditions that facilitate CXM and explore the causal configurations that lead to value co-creation in short-term rentals. A mixed-method approach was employed, combining a focus group, in-depth interviews, and a survey with Airbnb hosts. Data from the survey were analysed using fuzzy-set qualitative comparative analysis (fsQCA). The results reveal that prior knowledge of customer expectations is a necessary condition for effective CXM, and two distinct combinations of conditions can lead to success. These findings underscore the role of ASPs in enhancing professionalism through value co-creation and improved service delivery. The study extends Kumar et al.’s (2018) platform model and contributes to the literature on service ecosystems and collaborative experience design in the sharing economy.
PB Taylor & Francis
YR 2025
FD 2025
LK https://hdl.handle.net/10630/40629
UL https://hdl.handle.net/10630/40629
LA eng
NO Bermúdez-González, G., Ruiz-Alba, J. L., López-Tenorio, P. J., & Quero-Gervilla, M. J. (2025). Customer experience management in B2B tourism: service business ecosystems. Current Issues in Tourism, 1-18.
NO CÁTEDRA AIRZONE DE INNOVACIÓN Y GESTIÓN INTELIGENTE
NO GRUPO DE INVESTIGACIÓN "ESTRATEGIAS DE MARKETING EN LAS PYMES" SEJ-314
DS RIUMA. Repositorio Institucional de la Universidad de Málaga
RD 25 ene 2026